Cleaner Camden Complaints Procedure

Cleaner Camden is committed to delivering reliable and consistent cleaning services for homes, offices, and commercial premises. We recognise that, on occasion, things may not go as expected. This complaints procedure explains how you can raise a concern, how we will respond, and what you can expect from us at each stage. Our aim is to resolve issues quickly, fairly, and transparently so that you can feel confident in the services we provide.

Our Commitment to Handling Complaints

We treat all complaints seriously, whether they relate to the quality of cleaning, conduct of staff, punctuality, or communication. Every complaint is an opportunity for us to review what has happened and improve our service. We will always aim to:

Listen carefully to your concerns and understand the issue in full. Acknowledge your complaint promptly and confirm the next steps. Investigate what has happened in a thorough and impartial way. Communicate clearly, using plain language and realistic timeframes. Offer an explanation and, where appropriate, a suitable resolution.

What Counts as a Complaint

A complaint is any expression of dissatisfaction about our cleaning services or the way we have handled a previous enquiry. This may include, but is not limited to:

Concerns about the standard or thoroughness of the cleaning carried out. Issues with the attitude, behaviour, or professionalism of cleaning staff. Missed or significantly delayed appointments. Problems with access, keys, or alarm procedures when these have been agreed in advance. Concerns regarding safety, security, or care of your property. Dissatisfaction with how a previous concern or request was handled.

You do not need to use formal language to make a complaint. If you tell us that you are unhappy with any aspect of our service and would like it put right, we will treat this as a complaint.

How to Make a Complaint

You can raise a complaint in the way that is most convenient for you. You may contact us in writing or by speaking to a member of our team. If you prefer, you can raise your concerns with the cleaner at the time of service, and they will pass the information to the office for follow-up.

To help us handle your complaint efficiently, please provide as much detail as you can, including:

Your name and the address or site where the cleaning was carried out. The date and approximate time of the issue, and any relevant appointment details. A clear description of what went wrong and how it has affected you. Any photographs or notes that help illustrate the problem, if available. Any steps you have already taken to try to resolve the matter.

If you need assistance to make a complaint, or require adjustments because of language, accessibility, or other reasons, please let us know and we will do our best to support you.

Stage One: Initial Response

Once we receive your complaint, we will acknowledge it as soon as reasonably possible. We will normally provide an initial response within a short timeframe, explaining who is dealing with your complaint and what will happen next.

At this stage we may ask you for further information or clarification so that we can properly understand the situation. In some cases, we may be able to resolve the issue immediately, for example by arranging a re-clean, correcting a scheduling error, or providing clarification on what was agreed.

Stage Two: Investigation and Resolution

If your complaint cannot be resolved straight away, it will be passed to a manager for a more detailed investigation. Depending on the nature of the issue, the investigation may include:

Reviewing job records, checklists, and any site-specific instructions. Speaking with the cleaning staff involved and with any supervisors who attended the property. Reviewing any photographs or notes you have provided. Considering similar issues that may have occurred previously.

Once the investigation is complete, we will contact you to explain our findings. Where we agree that standards have fallen short, we will offer appropriate actions to put matters right where possible. These may include a re-clean, adjustments to future service, changes to staff allocation, additional training, or other reasonable steps.

Stage Three: Further Review

If you are not satisfied with the outcome of the investigation or the resolution offered, you can request a further review. Another senior member of our team, who was not directly involved in the original investigation, will reassess your complaint, the steps already taken, and any additional information you provide.

Following this review, we will provide a final response outlining our position and explaining any decisions that have been made. We will also confirm any further actions that we will take to address your concerns or to improve our internal processes.

Timescales

We aim to handle all complaints as promptly as we reasonably can. While timescales may vary depending on the complexity of the issue, our general approach is to:

Acknowledge your complaint within a short period after receiving it. Complete our initial investigation and respond with our findings and proposed resolution within a reasonable timeframe. Keep you informed if, due to the complexity of the matter, we need more time to complete a thorough review.

If at any stage you feel you are not being kept informed, you are welcome to contact us for an update.

Confidentiality and Data Protection

All complaints are handled in confidence. We will only share details with staff who need the information to investigate and resolve the issue. Any personal data you provide in connection with your complaint will be processed in line with our data protection obligations and used solely for the purpose of handling your complaint and improving our services.

Using Feedback to Improve Our Services

We value feedback from clients and treat complaints as an essential part of improving how we operate. Information from complaints may be used to review our cleaning methods, training procedures, quality control checks, and communication processes. By raising your concerns, you help us to provide a safer, more consistent, and more reliable cleaning service for all our customers.

If you have any questions about this complaints procedure or would like it provided in an alternative format, please contact our office and we will be happy to assist you.